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CUSTOMER NEWS

AI, CX, Emotional Intelligence & Love

By: Paula Bernier    2/14/2017

There's a lot of talk about emotional intelligence in customer service these days. And now artificial intelligence can help businesses better understa…

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Forecasting is a Critical Element of Workforce Management

By: Tracey E. Schelmetic    2/13/2017

Many workforce management solutions today specialize in creating accurate forecasts. Buyers of WFM solutions should ensure that any tool they're evalu…

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Yappy Integrates IBM Watson for Cognitive Business Communications

By: Michael Guta    2/13/2017

Yappy has integrated IBM Watson to help with business communications so organizations can grow and manage the relationship with their customers for gr…

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INNITEL Unveils Omnichannel Contact Center Solution at ITEXPO

By: Alicia Young    2/9/2017

INNITEL introduced updates to its Atomic omnichannel contact center solution at ITEXPO.

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Oracle and Radish Partner for Visual Contact Center Experience

By: Alicia Young    2/9/2017

Clearly, teaming up with Oracle was a smart idea for Radish because this move allows the company to reach a whole new customer set. Likewise, a smart …

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Businesses Need to Change to Embrace Influencer Marketing

By: Laura Stotler    2/9/2017

Businesses need to change the way they approach marketing to truly take advantage of the benefits of influencer marketing campaigns.

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Five Must-Have Sales Management Tools

By: Peg E. Ventricelli    2/9/2017

Top-notch sales execution is critical to maintaining an edge in today's highly competitive business environment. Consequently, sales leaders' No. 1 pr…

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Innervate Releases Influencer Marketing Program

By: Andrew Bindelglass    2/8/2017

Innervate announced this week its new influencer marketing program, Gamesight.

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Workforce Management Delivers Value Where It Counts Most

By: Tracey E. Schelmetic    2/7/2017

With WFM, the appropriate data is automatically collected and delivered so you always know how you're doing. Being able to track metrics is an importa…

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The Power of Desktop Analytics

By: ASC Horizons    2/7/2017

When a contact center agent speaks to a customer, something magical happens beyond instruction, service or an exchange of information. A human connect…

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Masergy Releases Cloud Contact Center for Productivity

By: Alicia Young    2/7/2017

Masergy's Cloud Contact Center provides an omnichannel system that is supposed to help companies transition to a unified cloud platform, which will ul…

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Salesforce Makes Acquisition to Improve User Experience

By: Andrew Bindelglass    2/6/2017

Salesforce has announced that it has acquired Sequence, a user experience design agency, to improve its own user experience.

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Improving Productivity and Efficiency in the Contact Center

By: Tracey E. Schelmetic    2/6/2017

Efficiency and productivity are the two most important elements of successful call center management. Neither will be easy to maintain: no red light f…

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Contact Center Solutions Week in Review: Aspect Taking Contact Centers to Next Level

By: Stefania Viscusi    2/4/2017

The Contact Center Solutions Week in Review offers a chance to quickly go over the top headlines from the past week related to workforce optimization …

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Ensuring a Diversity of Data in AI-Led Self-Service

By: Tracey E. Schelmetic    2/3/2017

When it comes to enterprise data, diversity is a good thing. Companies use a great deal of data today to make predictions, build schedules, manage the…

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Twenty-first Century Self-Service for the Contact Center is Smart

By: Tracey E. Schelmetic    2/3/2017

It's no longer enough to have an FAQ page on your Web site and an antiquated interactive voice response (IVR) routing your customers' calls at the fro…

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Trupanion Puts Priority on Customer Experience

By: Maurice Nagle    2/2/2017

Trupanion provides medical insurance for your pets nationwide, and in an effort to improve its contact center operations announced its selection of As…

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Finding the Right Influencer

By: Andrew Bindelglass    2/2/2017

The number one factor marketers should consider when evaluating an influencer is their reach. How big is their audience? Who is in it? Marketers need …

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Australia Changes Influencer Marketing Standards

By: Andrew Bindelglass    2/2/2017

The Australian Association of National Advertisers has made changes to their policies surrounding influencer marketing

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Aspect Mila: The Enterprise Chatbot of Choice

By: Maurice Nagle    2/1/2017

Today, Aspect Software announced the availability of its enterprise chatbot, Aspect Mila for Slack - adding to the growing list of Microsoft Teams and…

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Contact Center Agents are the Biggest Influencers of All

By: Tracey E. Schelmetic    2/1/2017

Without supporting technologies such as workforce management, updated and easy-to-find databases of information, easy-to-navigate desktops and the pow…

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The Changing Role of the HR Department

By: Laura Stotler    1/31/2017

The human resources (HR) department is set to undergo some big changes in 2017, driven by worker demands, a globalized workforce and technology advanc…

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Contact Center Solutions Week in Review: Revation Systems, Aspect, Plantronics & More

By: Alicia Young    1/28/2017

The Contact Center Solutions week in review is a recap of all the top stories making headlines about contact centers this past week.

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Plantronics Announces New Business Intelligence Services

By: Steve Anderson    1/26/2017

Plantronics recently announced its new Plantronics Manager Pro v3.9 system, which provides a wealth of data on headset users for later analysis.

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Tech in the Workplace: Millennials or Baby Boomers?

By: Stefania Viscusi    1/26/2017

Managing the workforce is no easy task. Then add to it the fact that millennials and baby boomers are butting heads in their work environments, and WF…

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AI Is No Substitute for Good Contact Center Solution Design

By: Tracey E. Schelmetic    1/26/2017

After all, you're not participating in a beta test…you just shelled out valuable cash for what you're assuming is a mature product, and you certainly …

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Contact Center Fraud Frozen with Verify

By: Maurice Nagle    1/25/2017

Bank fraud in the contact center is a serious matter, and Aspect Software seems to have the special sauce to ensure your banking institution is minima…

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LinkLive 8.0: New Capability for Contact Centers

By: Steve Anderson    1/25/2017

The new release of Revation Systems' LinkLive 8.0 means new capability for contact center solutions.

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2017: The Year of Micro-influencers

By: Tracey E. Schelmetic    1/25/2017

Segmentation has always made sense in marketing, and it makes sense in influencer marketing. Micro-influencers will likely be able to create more targ…

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Increasing Efficiency and Reducing Costs with Workforce Management

By: Tracey E. Schelmetic    1/24/2017

One of the best benefits of workforce management is the elimination of unexpected call volume spikes, which cost companies customer goodwill and agent…

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Make the Call Center Experience as Pleasant as Possible for Your Customers

By: Special Guest    1/24/2017

Right now, call centers are the human face of your business and customer support is critical to maintaining a good reputation for your brand. It's oft…

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The Future of Customer Engagement: Key Trends to Watch in 2017

By: Special Guest    1/23/2017

Cloud-based communications providers are innovating faster than traditional equipment manufacturers and artificial intelligence is finally at a place …

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The Challenges and Benefits of Influencer Marketing

By: Laura Stotler    1/23/2017

By choosing the proper influencers, companies and brands can get their messages across to a captive and engaged audience. To truly utilize and glean v…

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Contact Center Solutions Week in Review: DialogTech, TELUS, SnapCap

By: Stefania Viscusi    1/21/2017

The Contact Center Solutions Week in Review offers a chance to quickly go over the top headlines from the past week related to workforce optimization …

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Ximble Workforce Optimization Suite Launched

By: Frank Griffin    1/19/2017

Nimble Software Systems just launched its Ximble suite of cloud based workforce optimization applications for small and medium sized businesses.

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JMRConnect Recognized for Influencer Marketing Platforms

By: Alicia Young    1/18/2017

The Holmes Report has named JMRConnect a 2017 North American Innovation & Insights SABRE Awards finalist in four categories: Best Agency Disruption; C…

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As Contact Center Solutions Change, So Must the Contact Center

By: Tracey E. Schelmetic    1/18/2017

As contact center solutions, chat bots can serve a lot of functions. They can easily answer simple questions: "What are your hours?" "Can I check my b…

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The Rise of Influencer Marketing Over Print and Video Ads

By: Tracey E. Schelmetic    1/18/2017

The Internet is a big place, and digital marketers have had to work on narrowing their target audiences and their goals with a lot more skill. Enter i…

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SnapCap Chooses DialogTech Contact Center Solution

By: Alicia Young    1/17/2017

SnapCap has implemented DialogTech's contact center solution to optimize agent performance and discover which marketing tactics result in the most lea…

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Economic Uncertainty: Nearshore and Offshore Outsourcing of Contact Center Solutions

By: Special Guest    1/17/2017

While manufacturing and IT outsourcing may realize significant changes from potential legislation that would incentivize companies to decrease offshor…

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Value Existing Customers As Much As New Customers

By: Tracey E. Schelmetic    1/17/2017

Apathetic agents will not make customers feel special, nor will agents who don't seem to be able to answer questions with a high degree of confidence.…

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TELUS Makes Strides in Contact Center Operations

By: Steve Anderson    1/16/2017

Enghouse Interactive's TELUS offers users a more powerful solution in the contact center field.

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Contact Center Solutions Week in Review: Samsung, Dialoga, Aspect & More

By: Alicia Young    1/14/2017

The Contact Center Solutions week in review is a recap of all the top stories making headlines about contact centers this past week.

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Reputation Management and CRM in a Connected World

By: Special Guest    1/13/2017

How a business treats its customers, regardless of their account status, goes a long way toward defining the business' reputation. And, in today's net…

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FollowAnalytics Uses Machine Learning in Influencer Marketing

By: Steve Anderson    1/13/2017

FollowAnalytics' new Mobile Optimization Suite turns to both machine learning and predictive intelligence tools to help shape influence marketing.

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Influence.co Launches Browser Extension to Find Influencers

By: Andrew Bindelglass    1/12/2017

Influencer.co has announced the launching of a new extension for Google Chrome to make it easier for brands and market influencers to connect.

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Contact Center Anchors Omni-Channel Customer Experience

By: Tracey E. Schelmetic    1/11/2017

While every department, including sales, marketing, advertising, shipping and third-party retailers, will need to have a hand in the omni-channel cust…

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Streamline the Agent Experience with Mobility

By: Tracey E. Schelmetic    1/11/2017

Thanks to the Aspect contact center solution, agents can now proactively take better control of their working days with an easy-to-use app that empowe…

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Book Emphasizes Importance of Service Design

By: Paula Bernier    1/11/2017

The book "Woo, Wow, and Win," published late last year by HarperCollins, is not so much about marketing or sales hooks, as the title might suggest. In…

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Contact Centers Get WebRTC Boost from Dialoga

By: Steve Anderson    1/10/2017

Dialoga Group's WebRTC platform to deliver new value for contact center operations.

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